Director of Member Services Training, Learning & Development

| San Francisco | Hybrid
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About the Role

As the Director of Member Services Training, you will be responsible for developing and executing the learning and development strategy for our front line agents as we grow at record pace. This will include building and leading a team responsible for designing the on-boarding and ongoing training and capability building programs for agents, optimizing training processes using best practices in instructional design, and working in partnership with our quality assurance team to ensure our support teams meet and exceed our service levels and deliver exceptional member experience. You will also partner with Product, Risk and other parts of Member Services at Chime to define and implement processes to identify and efficiently execute against ongoing training needs to address new products, policy changes, and process improvements.

In this role, you can expect to

  • Design and execute a learning and development strategy to enable Member Services front-line agents to consistently deliver exceptional member experiences at scale.
  • Build, manage and coach a team of high performing instructional design specialists and trainers to develop and deliver effective and engaging learning experiences for agent onboarding as well as new product launches, policy updates, process and tooling improvements, etc
  • Partner with our quality assurance team to ensure our agent training supports our QA framework 
  • Develop an evaluation strategy and approach for training programs to provide timely, meaningful and accurate reporting on learning effectiveness and business performance.
  • Transform our existing agent training programs to increase overall operational effectiveness and CSAT
  • Influence cross functional partners supporting agent systems, tooling and processes based on training needs analysis

To thrive in this role, you

  • Effectively balance strategic thinking with tactical execution 
  • Are entrepreneurial, adaptable and thrive in the fast paced environment of a hyper growth company
  • Have a track record of transforming and scaling call center training programs, resulting in  agents meeting and exceeding service levels and delivering exceptional customer experience
  • Have built high performing L&D teams and are skilled in coaching, developing, and motivating employees to meet and exceed goals
  • Are metrics oriented and take a data-informed approach to management and decision making
  • Have expertise in Training and eLearning tools, including knowledge management, LMS, and other tools
  • Collaborate and communicate effectively with key stakeholders, cross-functional partners, and senior leadership
  • Have exceptional written and verbal communications 
  • Thrive in the operational environment of a hyper growth company 
  • Have 12+ years of experience in learning and development, including 5+ years in mid scale call center operations and 5+ years directly managing a Training team 

What we offer

  • 💰 Competitive salary based on experience
  • ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
  • 📝  Quarterly stipend to spruce up your home office 
  • 🏝  Generous vacation policy and company-wide Take Care of Yourself Days 
  • 🖥  Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
  • 💚  A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
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    • React NativeLanguages
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    • React.jsLanguages
    • ElixerLanguages
    • HTMLLanguages
    • CSSLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MySQLDatabases
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    • AWSDatabases
    • Google AnalyticsAnalytics
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    • OptimizelyAnalytics
    • LookerAnalytics
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    • IllustratorDesign
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    • AsanaManagement
    • ConfluenceManagement
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Location

San Francisco, CA 94108

What are Chime Perks + Benefits

Chime Benefits Overview

Our benefits philosophy is guided by supporting Chimers’ wellbeing in four key areas - physical, emotional, financial, and social. This encompasses everything from physical and mental health services for you and your family to a matching 401k plan with access to financial advisors and legal advice. We team up to offer inclusive events where Chimers can connect and grow, thoughtfully choose food vendors and office accommodations (including a flexible work model), and schedule company-wide Take Care of Yourself Days that give all Chimers at least one extra paid day off each month. We continuously add and enhance these benefits year-round.

Culture
Volunteer in local community
Chimers volunteer their time, talent, and energy to support causes they care about using our volunteer portal. Activities are also organized through our Chimer Resource Group Program.
Partners with nonprofits
Chime supports nonprofits year-round, focusing on financial literacy, economic empowerment, social justice, and disaster relief. Chimer Resource Groups also partner with nonprofits that matter to them
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Chime provides employees with a flexible work schedule that includes Flexible start and end times.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
We partner with ReadySet for company-wide equity training, with a focus on allyship and anti-racism.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
CRGs (Chimer Resource Groups) include AfroChime, PacifiChime, Chimigos, ChimeHers, Chimmigrants, OutChime, and DiversiChime. Chimers are compensated for their work as leads of these CRGs!
Hiring practices that promote diversity
Recruiting team members and hiring managers complete training on inclusive hiring practices with ModelExpand.
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Chime employees can contribute annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Join Chimers in a daily plank challenge! Chimers also ride together on Peloton and have Slack channels to coordinate rides and other workouts.
Mental health benefits
Chime is partnering with ModernHealth to provide Chimers with mental and behavioral health resources.
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
We provide up to 16 weeks of parental leave for the primary caretaker. Chime also provides 16 weeks of leave for the secondary caretaker.
Family medical leave
Adoption Assistance
Chime offers both adoption and fertility assistance through Maven, reimbursing Chimers up to $10k each year.
Restricted work hours
Almost every month, Chime provides Chimers with a day off to take care of themselves.
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Home-office stipend for remote employees
$500 when you initially start with Chime, and $250 per quarter after.
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Personal development training
Virtual coaching services

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